Removing the shadow of suspicion: the effects of apology versus denial for repairing competence- versus integrity-based trust violations

Two studies were conducted to examine the implications of an apology versus a denial for repairing trust after an alleged violation. Results reveal that trust was repaired more successfully when mistrusted parties (a) apologized for violations concerning matters of competence but denied culpability for violations concerning matters of integrity, and (b) had apologized for violations when there was subsequent evidence of guilt but had denied culpability for violations when there was subsequent evidence of innocence. Supplementary analyses also revealed that the interactive effects of violation type and violation response on participants' trusting intentions were mediated by their trusting beliefs. Combined, these findings provide needed insight and supporting evidence concerning how trust might be repaired in the aftermath of a violation.     

道歉在信任修复中的作用:来自元分析的证据

采用元分析方法对道歉的信任修复效果进行探讨。通过中英文献检索,共有18篇文献36个独立样本符合元分析标准(N=4731)。元分析的结果表明,道歉在信任修复中起到一定促进作用,呈中等效应量(d=0.44)。调节效应检验发现,信任违背类型的调节作用显著,相比于诚实型信任违背,道歉对能力型信任违背有较好的修复效果。此外,控制组设置对道歉的信任修复效果具有显著的调节作用,以沉默为控制组的信任修复效果优于以否认为控制组的信任修复效果。信任类型、道歉所包含的成分以及测量工具的调节作用均不显著。     

The Impact of Post‐Apology Behavioral Consistency on Victim's Forgiveness Intention: A Study of Trust Violation Among Coworkers1

This study extended past research and investigated how post‐apology behavioral consistency influences subsequent forgiveness in an organizational setting. Using a sample of 326 working adults, we confirmed that post‐apology behavioral consistency is an important boundary condition of the effectiveness of apology in eliciting forgiveness. Despite having received an apology, the victim's intention to forgive would be low if the perpetrator displayed behaviors inconsistent with the apology made, but would be reinforced by the offending colleague's behaving in accordance with the apology. People who have initially forgiven their colleagues are less susceptible to influences by subsequent post‐apology behavioral inconsistency, although trust continues to be harmed by repeat violations.     

Generalizing Kant's Distinction between Perfect and Imperfect Duties to Trust in Different Situations

Based on previous research that violations of perfect duties cause stronger correspondent inferences than violations of imperfect ones, the authors performed four experiments to generalize this effect to trust. In Experiment 1, abstract violations of perfect duties resulted in less trust than violations of imperfect ones for specific trust scenarios. In Experiments 2 and 3, the authors experimented with different levels of abstractness of the duty violations and obtained similar effects. Experiment 4 was concerned with generalizing further—from duty violations in one situation to trust in a different situation. Although mostly consistent with the findings from Experiments 1–3, the data also demonstrated partial generalization for violations of both perfect and imperfect duties.     

Flustered and faithful: embarrassment as a signal of prosociality

Although individuals experience embarrassment as an unpleasant, negative emotion, the authors argue that expressions of embarrassment serve vital social functions, signaling the embarrassed individual's prosociality and fostering trust. Extending past research on embarrassment as a nonverbal apology and appeasement gesture, the authors demonstrate that observers recognize the expression of embarrassment as a signal of prosociality and commitment to social relationships. In turn, observers respond with affiliative behaviors toward the signaler, including greater trust and desire to affiliate with the embarrassed individual. Five studies tested these hypotheses and ruled out alternative explanations. Study 1 demonstrated that individuals who are more embarrassable also reported greater prosociality and behaved more generously than their less embarrassable counterparts. Results of Studies 2-5 revealed that observers rated embarrassed targets as being more prosocial and less antisocial relative to targets who displayed either a different emotion or no emotion. In addition, observers were more willing to give resources and express a desire to affiliate with these targets, and these effects were mediated by perceptions of the targets as prosocial.     

Exploration of the association between apology and forgiveness amongst victims of human rights violations

Forgiving may lead to an improvement of mental health, and from a therapeutic jurisprudence perspective it is important to establish what aspects of judicial procedures can be changed to promote forgiving. The literature suggests that receiving an apology may encourage forgiving. However, there is a dearth of empirical research regarding the association between forgiving and apology in judicial settings. This paper reports the findings of a study that examined the association between forgiving and four restorative situations (i.e. excuse, admission of guilt, apology, and true sorriness) in a group of 134 victims of gross human rights violations who were actual or potential participants in the proceedings of the South African Truth and Reconciliation Commission. The best predictors of forgiveness in this sample were gender and whether victims perceived wrongdoers to be truly sorry.     

Mental ability and the effect of pattern violation discrimination on P300 and mismatch negativity

The relation between mental ability and the ability to detect auditory pattern violations was examined using event-related potential measures, specifically P300 and mismatch negativity (MMN). Thirty female volunteers were presented with a two tone alternating pattern containing infrequent repetition violations in passive (ignore) then active response conditions. Task difficulty was manipulated by varying the tonal separation between the two constituent tones of the pattern, i.e., separated by 1 or 6 semitones. In the active pattern violation discrimination condition, the greater difficulty of the 1 semitone discrimination was confirmed by reduced accuracy, more false positive responses, longer response times, and greater variability in response times than for 6 semitones. Higher ability (HA) was associated with greater response accuracy, shorter response times, less variable response times, shorter P300 latency, and greater P300 amplitude, predominantly in the more difficult 1 semitone condition. These effects are indicative of greater facility and speed of discriminating pattern violations for HA. In the passive condition, HA was associated with larger MMN amplitude to the deviant tones in both semitone conditions. The MMN effect indicates that the facility in pattern violation discrimination develops prior to consciousness, and cannot be attributed to conscious processes like focussed attention.     

When more blame is better than less: The implications of internal vs. external attributions for the repair of trust after a competence- vs. integrity-based trust violation

This study examines the trust repair implications of apologizing with an internal vs. external attribution after a competence- vs. integrity-based trust violation. By considering theory regarding differences in the perceived diagnosticity of information about competence vs. integrity, we note that the conditions where external attributions would be more necessary for mitigating one’s blame are precisely the conditions where such external attributions are less likely to be believed. Moreover, empirical studies that have compared the relative benefits of external and internal attributions for repairing trust have reached conflicting conclusions regarding the response that should be used. We asked 189 college students to respond to videotaped scenarios in which they were asked to play the role of a manager and make decisions about hiring an accountant who had misfiled a tax return with a prior employer. Each participant was presented with one of four scenarios, which differed with respect to the type of violation (competence vs. integrity) and type of response (apology-internal vs. apology-external). The results revealed a significant interaction whereby trust was repaired more successfully when mistrusted parties apologized with an internal, rather than external, attribution when the trust violation concerned matters of competence, but apologized with an external, rather than internal, attribution when the trust violation concerned matters of integrity. These findings suggest that being guilty of an integrity-based violation can be so detrimental for trust that any mitigating response, even one that perceivers are likely to question, may prove worthwhile.     

Modulating the masked congruence priming effect with the hands and the mouth

The authors report a series of experiments in which they use the masked congruence priming paradigm to investigate the processing of masked primes in the manual and verbal response modalities. In the manual response modality, they found that masked incongruent primes produced interference relative to both congruent and neutral primes. This finding, which replicates the standard finding in the masked congruence priming literature, is presumed to reflect the conflict that arises between two incompatible responses and, thus, to index the extent of processing of the masked prime. Somewhat surprisingly, when participants were asked to respond verbally in the same task, masked incongruent primes no longer produced interference, but masked congruent primes produced facilitation. These findings are surprising because they suggest that the processing of nonconsciously perceived primes extends to the response level in the manual, but not verbal, response modality. The authors propose that the modulation of the masked congruence priming effect by response modality is due to verbal, but not manual, responses being mediated by the lexical-phonological production system.     

Do community and autonomy moral violations elicit different emotions?

According to one important set of theories, different domains of immorality are linked to different discrete emotions—panculturally. Violations against the community elicit contempt, whereas violations against an individual elicit anger. To test this theory, American, Indian and Japanese participants (N = 480) indicated contempt and anger reactions (with verbal rating and face selection) to both the types of immorality. To remedy method problems in previous research, community and autonomy violations were created for the same story‐frame, by varying the target to be either the community or an individual. Community and autonomy violations did not differ significantly in the emotion elicited: overall, both types of violations elicited more anger than contempt (and more negative emotion of any kind than positive emotion). By verbal rating, Americans and Indians reported more anger than contempt for both types of violation, whereas Japanese reported more contempt than anger for both types. By face selection, the three cultural groups selected anger more than contempt for both types of violation. The results speak against defining distinct domains of morality by their association with distinct emotions.     

Examining subjective and physiological responses to norm violation using text-based vignettes

In this article, we describe a paradigm using text-based vignettes for the study of social and cultural norm violation. Towards this aim, a range of scenarios depicting instances of norm violations was generated and tested with respect to their ability in evoking subjective and physiological responses. In Experiment 1, participants evaluated 29 vignettes on how upsetting, excusable and realistic the described behaviour appeared to be. Based on those ratings we selected and extended three norm violation vignettes for Experiment 2 in which participants' physiological responses were obtained in addition to their subjective ratings. In both studies, the vignettes were successful in eliciting negative responses to norm violations and were significantly affected by the perceivers' level of ethnocultural empathy. The trait measure of cultural empathy further predicted facial electromyography (EMG) activity at muscle sites associated with disgust (M. Levator Labii), thereby suggesting a potential moral response to norm-violating scenarios. We discuss the methodological merits and implications of this vignettes paradigm for investigating perceived norm transgressions and make recommendations for future work.     

Expectations Among Aboriginal Peoples in Canada Regarding the Potential Impacts of a Government Apology

After continued pressure, the Canadian government offered an apology to Aboriginal peoples for its role in the Indian Residential School (IRS) system, where children were removed from their families in an effort to assimilate the Aboriginal population. Although the apology was sought after, it was unclear what Aboriginal peoples expected it to accomplish in relation to their treatment and quality of life within Canada. Quantitative and qualitative analyses revealed that, although Aboriginal adults (N = 164) felt the apology could potentially be a first step towards improved relations with the government and non‐Aboriginal Canadians, expectations that such changes would actually come to fruition were generally pessimistic. In exploring predictors of such expectations, path analysis indicated that those who had been intimately impacted by IRSs reported greater perceived discrimination that, in turn, was associated with lowered intergroup trust and forgiveness. Those who perceived high levels of discrimination were less likely to expect changes following the apology, which was mediated by the low levels of intergroup trust and forgiveness towards the government, but not towards non‐Aboriginal Canadians. Essentially, an apology was not enough to elicit hope for improved intergroup relations, especially when perceptions of continued discrimination impeded the restoration of intergroup trust and forgiveness.     

A process model of buyer responses to salesperson transgressions and recovery efforts: the impact of salesperson orientation

Despite the damaging effects often associated with salesperson transgressions, our understanding of how buyers respond to these transgressions and the recovery efforts that typically follow is limited. The authors address this shortcoming across two studies of professional buyers. In the first, the authors examine buyers’ responses to salesperson ethical and service transgressions as moderated by their perceptions of the salesperson (i.e. whether they perceive the salesperson as being selling-oriented (SO) or customer-oriented (CO)). In the second study, the authors contrast the effects of an apology versus compensation in examining buyers’ responses to the overall transgression and recovery episode. Although study results indicate that a customer orientation amplifies buyers’ responses to the initial transgression, they also indicate that buyers’ responses to the overall episode are primarily a function of whether the recovery effort conforms to their expectations. Hence, while favorable salesperson perceptions (i.e. being perceived as CO) are detrimental in the context of the initial transgression, they are beneficial in the context of the overall transgression and recovery episode.     

Influence of Peers’ Types of Trust on Trust Repair: The Role of Apologies

This study aims to answer the question how previous trust experiences contextualize trust repair efforts. The concepts of calculus-based and relational trust are utilized to show the influence of the kind of trust on trust repair tactics, specifically apologies. We focus on a neglected referent of trust, that is trust between peers, and elucidate apology and its complements that might be effective between peers. We propose that the effectiveness of apologies and its specific complements depend not only on trust breach but also on the type of trust prior to a breach. Specifically, we claim that when apology is complemented with compensation or external attributions, these tactics repair trust more effectively in calculus-based trust. But, when apology is complemented with empathy, acknowledgment of violated norms, and extensive involvement, these tactics can effectively repair trust in relational trust. The paper aims to contribute to our understanding of apologies and the effectiveness of it under different conditions.     

Voters’ Partisan Responses to Politicians’ Immoral Behavior

Politicians’ moral behaviors affect how voters evaluate them. But existing empirical research on the effects of politicians’ violations of moral standards pays little attention to the heterogeneous moral foundations of voters in assessing responses to violations. It also pays little attention to the ways partisan preferences shape responses. We examine voters’ heterogeneous evaluative and emotional responses to presumably immoral behaviors by politicians. We make use of moral foundation theory’s argument that people vary in the extent to which they endorse, value, and use the five universally available moral intuitions: care, fairness, loyalty, authority and sanctity. We report on a 5 × 3 between‐subjects experiment asking a random sample of 2,026 U.S. respondents to respond to politicians’ violations of different moral foundations. We randomly vary which of the five foundations is violated and the partisanship of the actor (Republic/Democrat/Nonpartisan). Results suggest that partisanship rather than moral foundations drives most of U.S. voters’ responses to moral foundations violations by politicians. These foundations seem malleable when partisan actors are involved. While Democrats in this sample show stronger negative emotional response to moral violations than Republicans, partisans of both parties express significantly greater negativity when a politician of the other party violates a moral foundation.     

The link between social interactions and trust recovery in customer–business relationships

Trust plays a crucial role in interpersonal relationships, including customer–company relationships, where the customer expects that a company will behave predictably in any particular situation. Companies do not always fulfill customers' expectations and thereby breach the trust relationship. To avoid negative consequences of this trust violation, companies may issue a formal apology as one possible path to regaining customer trust. In the same way, a previous social interaction, which can increase the customer's levels of oxytocin, can help to recover trust after service failures. In this study, three experiments were conducted as follows: the first manipulating a simulated social interaction with images; the second manipulating a physical social interaction, (i.e., a hug); and the third with exogenous oxytocin administration. The results showed that both physical interaction, (i.e., a hug) and simulated social interaction, (i.e., images of people interacting with each other) had a positive effect on customer trust recovery and provided support for oxytocin release as the underlying mechanism in this process. This research contributes to understanding of the link between social interactions and trust by elucidating the effects of both simulated and physical interactions on trust recovery.     

A Long Time Coming: Delays in Collective Apologies and Their Effects on Sincerity and Forgiveness

Political apologies by one group to another often occur a significant period of time after the original transgression. What effect does such a delay have on perceptions of sincerity and forgiveness? A delayed apology could reflect the offender group's reluctance to apologize, or, alternatively, it could represent time and consideration spent on developing an appropriate response. In the latter case, the delayed apology would represent a sincere acknowledgment of the harm done, whereas in the former case it would not. In two studies, we found that a verbal collective apology, when delayed, was perceived to be less sincere than when offered more immediately following a transgression, and this translated to less forgiveness. However, in Study 2, the negative effects of time delay on sincerity and forgiveness were mitigated or reversed when the apology was in the form of commemoration. The commemorative apology, in particular when delayed, gave rise to favorable attributions (including representativeness of apologizing group, commitment to remember, and giving voice to victims), which mediated the effects on sincerity. The results suggest that collective apologies that are offered with considerable delay appear less meaningful and less deserving of a forgiving response, unless the apologizing group is able to express consideration and thoughtfulness through the apology process.     

Damned if you do,damned if you don’t: Effects of empathy and responsibility in Muslim leaders’ mediated responses to extremist attacks

ABSTRACT

Muslim American leaders are often called upon to publicly respond to violent attacks carried out by Muslim extremists. Yet it is unclear what types of responses are most likely to satisfy non-Muslim Americans and ultimately improve attitudes toward Muslim Americans as a group. In three experiments, we examined how expressions of empathy and responsibility within Muslim leaders’ mediated responses to extremism affect response satisfaction. We did so immediately after real terrorism incidents carried out internationally (Study 1) and domestically (Study 2), as well as within a controlled fictional incident (Study 3). Across studies, expressing (vs. not expressing) empathy decreased the perception that the issued statement was motivated by external pressure, which was associated with (a) increased response satisfaction and trust in Muslim Americans and (b) decreased perceptions that Muslim Americans were collectively responsible for the incident. In contrast, accepting (vs. denying) responsibility increased the perception that the response was issued out of a sense of collective guilt, which, in Study 3, led to (a) decreased response satisfaction and trust in Muslims and (b) increased Muslim collective responsibility. These findings illustrate the perilous task facing group leaders who use the media to publicly respond to actions of extremist ingroup members.